Summary of PositionThe Technical Analyst is a customer advocate who has an experience using integration applications andtroubleshooting issues customers may experience when using such applications. The candidate should be well organizedand able to multi-task and prioritize in a fast-paced environment, have a Can-Do and contagious positive attitude, be ateam player, and thoroughly enjoy the dynamics of a technical support/customer service role. Additionally, thecandidate must have effective time management skills to push initiatives and results efficiently and effectively, whilealso contributing to a proactive support model.Primary Duties: Provide real time resolution on a wide range of technical and non-technical customer issues Strong analytical and troubleshooting skills for problem determination, workaround resolution, root causeanalysis, major incident management etc. Good in documentation and should be able to write FAQs, artifacts and other knowledge managementdocuments Perform development and enhancement activities based on customer requirements On-Call: willingness to receive calls and support during off-office hours and over weekend (as required) Willingness to learn new technology (primary and secondary skill) Provide assistance and cover for other team members when required Should be able to play a role of individual contributor by becoming a point of contact for customer
Qualifications/Experience: 1 - 4 years of customer support experience Hands-on experience and exposure to at-least one IAM product (OIM, Sailpoint, MIM, etc.) Good communication and interpersonal skills Good analytical approach and problem solving skills Practical experience of Windows Server, SQL Server, IIS, Unix/Linux and networking is a plus Understanding of software development life cycle, source control and support tools Ability to understand and enhance programming logic written in Java, XML, SQL, C/C++ etc. ITIL v3 Foundation or above is a plus